Robin Waite cut his support calls in half by moving customers to self-service resources like books and videos. The deliberate crisis forced him to rebuild his processes, made the work more enjoyable, and customers actually perceived higher value.
Chapters
Problem solved. Straight away, it's like half the calls, got my life back. And also, it was really good fun because I felt— I actually felt more involved in the process as well. Yeah. Kind of, you know, the people I was kind of saying, actually, I don't think a call's appropriate, but let me send you a copy of the book, go and watch this video, um, you know, you should go and join this group because they're more into like startups or e-commerce or whatever, if it wasn't in my space. So I was still able to like serve them and give them tons of value, um, uh, and, and It just became a heck of a lot more fun when I'd forced myself to go into that dip, creatively solved the problem by breaking things in the first place and starting to rebuild it. And then there was a lot of other good stuff which came out the back of that.